24/7 assistance with rapid response
Enjoy peace of mind with our 24/7 support. Get assistance from the Scaleway support team however you prefer–by hotline or online ticketing. We guarantee our premium members a response in as little as 15 minutes!
Support plans
Enhance your cloud experience with fast response times and exclusive services from our experts.
360° cloud expertise available
Our team of Support Experts, Technical Account Managers, and Solutions Architects is ready to assist you with any technical issue you may have. Our goal is to ensure your infrastructure is always up and running.
Proximity to your business
Our Customer Care team is located in our main office in Paris 8 and France: Customer Care specialists are close by our Technical and Product teams!
We speak both french and english!
Our four support levels
Basic
Free - included for all customers
For non-mission critical projects
Enjoy 24/7 unlimited support via tickets with Initial Response Time (IRT) for P1 incidents - 8 hours
Advanced
50€/month excl. tax OR 5% net spend*
For startups and SMEs
Accelerate your cloud journey with guaranteed response times for P1 incidents of 2 hours and Hotline 7/7 9AM - 6PM
*higher figure applies
Business
250€/month excl. tax OR 10% net spend*
For mission-critical infrastructure
Ensure a best-in-class cloud experience with a guaranteed response time of less than 30 minutes for P1 incidents and 24/7 Hotline. You will also have a Dedicated Premium Team
*higher figure applies
Enterprise
990€/month excl. tax OR 20% net spend*
For businesses running mission-critical projects
Our Enterprise Support plan offers a 15-minute initial response time for P1 incidents, 24/7 hotline access, a dedicated premium team with a Technical Account Manager, quarterly technical reviews, one architecture audit, and official Scaleway certification.
*higher figure applies
Value-Add Services
Architecture review - by Solutions Architect
Architecture reviews assess and optimize the reliability and the performance of your architecture and processes. During the review, our Solutions Architect team will ensure our best practices in safety and automation have been implemented to improve your cloud experience.
Quarterly technical review - by Technical Account Manager
During the quarterly technical review, the technical account manager analyzes reported issues and identifies potential adjustments for the future. Product teams may also attend quarterly technical reviews to record your feedback!
Guarantees and Prices
| BASIC | ADVANCED | BUSINESS | ENTERPRISE | |
|---|---|---|---|---|
| Price | Free | 50€/month or 5% net spending* | 250€/month or 10% net spending* | 990€/month or 20% net spending* |
| Initial Response Time (IRT) for P1 incidents | 8 hours | 2 hours | 30 minutes | 15 minutes |
| Ticket | 24/7 | 24/7 | 24/7 | 24/7 |
| Hotline | - | 7/7 9AM - 6PM (GMT+1 or GMT+2) | 24/7 | 24/7 |
| Dedicated Premium Team | - | - | Included | Included |
| Technical Account Manager | - | - | - | Included |
| Quarterly Technical Review | - | - | - | Included |
| 1x architecture audit every 6 months | - | - | - | Included |
| Certification Scaleway | - | - | 1x certification Scaleway included | 1x certification Scaleway included |
*higher figure applies
Frequently asked questions
Which language does the support team speak?
Our customer excellence team can assist you in English and French
What is my current support plan?
You can check your support plan on the support plan page within the Scaleway console. The free Basic support plan is included for all Scaleway customers automatically.
How can I change my current support plan?
You can change your support plan on the support plan page via the Scaleway console.
If I change my support plan in the middle of the month, how will I be billed?
You will be billed on a pro rata basis. For example, if you switch from the Advanced plan to the Business plan on the 20th of the month, you will be billed from the first to the 19th for the Advanced plan. Starting from the 20th until the end of the month, you will be charged for the Business plan.
How does the Advanced, Business and Enterprise plans pricing work?
For the Business plan, we will charge you whichever is greater, either €250 (excluding taxes) or 10% of your net spend. For example:
If your net monthly spend is €1,000, then 10% of €1,000 = €100. In this case, €100 is less than €250, so you will pay the fixed price at €250.
If your net monthly spend is €5,000, then 10% of €5,000 = €500. In this case €500 is higher than €250, so you will pay the price of 500€ for the month.
The Business and Enterprise plans include a free exam certification as part of the Scaleway Learning offer. What steps should I follow to request it?
Business and Enterprise customers are entitled to one free exam from the Scaleway Learning catalog. The available exams include:
- Scaleway Foundations
- Scaleway Associate: Network
- Scaleway Associate: Security & Identity
To request access to your free exam, follow these steps:
- Submit a support ticket in your Scaleway Console.
- Provide the following details:
- The name and email of the employee taking the exam.
- Your chosen exam from the three available options.
Once your request is approved, the free exam will be available for six months.